In certain circumstances, Vidle Housing may review a reservation outside of the standard cancellation terms to help ensure a fair outcome for both travelers and hosts.
Every request is reviewed individually based on the reservation details, supporting documentation, and applicable laws.
When an Exception May Apply
A traveler may be eligible for an exception to the standard cancellation policy if:
The property is inaccessible upon arrival.
The property is unsafe or uninhabitable.
The property is significantly different from the listing description.
A major amenity advertised in the listing is unavailable and substantially impacts the stay.
A significant maintenance or safety issue is reported shortly after check-in and cannot be reasonably resolved.
The host is unresponsive after multiple documented attempts to communicate.
A covered Major Disruptive Event prevents the reservation.
Applicable law requires a different cancellation outcome.
Meeting one of these conditions does not automatically guarantee a refund. Each situation is evaluated individually.
If You Experience a Problem During Your Stay
If something isn't right after you arrive, we recommend taking the following steps.
Step 1: Contact Your Host
Many issues can be resolved quickly by communicating directly with your host.
Examples include:
Missing amenities.
Minor maintenance concerns.
Access questions.
Wi-Fi issues.
Parking questions.
Hosts should be given a reasonable opportunity to resolve the problem whenever possible.
Step 2: Document the Issue
If the issue cannot be resolved, collect supporting documentation such as:
Photos.
Videos.
Screenshots.
Copies of messages exchanged with the host.
The more information you provide, the faster our team can review your request.
Step 3: Contact Vidle Housing Support
If the issue continues or your host is unable or unwilling to resolve it, contact Vidle Housing Support as soon as possible.
Whenever possible, requests should be submitted within 72 hours of discovering the issue.
Our team will review the reservation, documentation, and communication history before determining the appropriate next steps.
Mid-Stay Cancellations
Once a traveler has checked in, reservations are generally considered active and committed.
Unused nights are typically non-refundable if a traveler chooses to leave early.
However, exceptions may be considered if Vidle Housing determines that:
The property became uninhabitable.
A significant documented issue could not be reasonably resolved.
The host failed to provide the accommodations described in the listing.
Major Disruptive Events
In rare situations, events outside the control of both travelers and hosts may prevent a reservation from beginning or continuing.
When appropriate, Vidle Housing may make an exception to the standard cancellation policy.
Examples of covered events may include:
Government-declared emergencies.
Mandatory evacuation orders.
Natural disasters that make the property inaccessible.
Widespread utility outages that make the property uninhabitable.
War, terrorism, or significant civil unrest affecting the reservation.
Events That Are Generally Not Covered
The following situations typically do not qualify for an exception under the Major Disruptive Events policy:
Personal illness or injury.
Family emergencies.
Jury duty.
Transportation delays not caused by a covered event.
Event cancellations unrelated to the reservation.
Personal travel concerns or preferences.
Weather that does not prevent travel or occupancy.
Host Responsibilities During Major Disruptive Events
If a host cannot safely accommodate a confirmed reservation because of a covered event, they should contact Vidle Housing Support immediately.
If the property becomes:
Unsafe.
Uninhabitable.
Inaccessible.
Significantly different from the listing.
the host should notify Support as soon as possible so the reservation can be reviewed.
Hosts should not wait until the traveler arrives to report a major issue.
How Vidle Housing Reviews Requests
When reviewing a cancellation exception, our team may consider:
Reservation details.
Listing information.
Photos and videos.
Communication between the traveler and host.
Repair documentation.
Applicable laws.
Timing of the reported issue.
Additional documentation may be requested before a final decision is made.
Our Goal
Our goal is to resolve reservation issues fairly while protecting both travelers and hosts.
Whenever possible, we encourage travelers and hosts to communicate directly first. When that isn't possible, Vidle Housing Support is available to review the situation and help determine the most appropriate resolution based on the circumstances.